Best practice for managing a customer bug report via Service Desk

I'm evaluating Service Desk and I'd like to check my understanding is correct:

1. Only an Agent can edit or transition Service Desk issues.

2. I can add other JIRA users into the Service Desk project by making them Collaborators, but the only functionality they then have on an issue is to be able to comment internally on the ticket.

If this is the case, how would I deal with a simple bug report filed by a customer? If I have no way for my Agent to involve the development team and track through our bug workflow, I'm severely limited.

Or am I missing something?

1 answer

Hi Ian, 

You are right about 1 and 2. I'd suggest you that once a customer has found a bug and reported it into the JIRA Service Desk, the agent would be the one responsible for opening a ticket with the dev team. Agents are the ones responsible for the communication with the customer!

To keep track of those bugs, you could add restricted comments with the information on both sides.

E.g.: On JSD issue a link to the internal bug; On the bug, a link to the JSD issue.

Hope this helps!


Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

1,212 views 10 13
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you